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Description

Support for DKIM was added to the service-now.com domain in late 2017. With DKIM enabled, the ServiceNow (service-now.com) email servers sign outgoing messages.

Receiving mail servers can then use a public key, published on the service-now.com DNS record, to verify the signatures on any emails sent out from the ServiceNow (service-now.com) email servers.

Note that DKIM signing will only work for emails where the From: address is <something>@service-now.com. It's not possible for customers to add DKIM DNS records to the service-now.com domain for their own domains.

Resolution

DKIM DNS Records

Retrieving the public key from a website

There are many websites that let you check DNS-related records such as SPF or DKIM for a domain. To check the DKIM record, you'll need these details:

Additional Information

DKIM keys for customer domains are not currently supported

Some companies request DKIM keys so that they can send emails with From: addresses such as @customer.com while using the ServiceNow SMTP server. ServiceNow currently does not provide DKIM keys for customer domains.

There is an open feature request in our Idea Portal. Any customer with interest in this feature is encouraged to vote for it there: DKIM support for custom domains

As a workaround, customers can configure the instance to use their organization's own mail infrastructure instead of ServiceNow's mail infrastructure. To find documentation on this please search Enable using your own SMTP server on the ServiceNow Documentation website